Customer Service Project Manager
Resume:
CHARLES OLIVER
**** **** **. *****, ***. 17-251-***-****
BIRMINGHAM, AL 35205 **********@*****.***
SUMMARY
Energetic and self motivated, who enjoys learning new technologies, has a broad knowledge and experience in analysis, design, implementation and troubleshooting network infrastructures. Experienced network security project manager who proactively achieves project milestones, excels at critical thinking and problem resolution.
PROFESSIONAL EXPERIENCE
REGIONS FINANCIAL CORPORATION
Provided onsite engineering on the edge network; assisted in creating, deploying and securing the DMZ infrastructure for Regions Financial Corporation. Participated in strategic planning meetings to discuss the design of future tier 1 and tier 2 Edge network. Perform in a mixed vendor environment and assist in managing more than 100 PIX and ASA firewalls, as well as Cisco VPN concentrators, Cisco ACS servers and Checkpoint NG71 firewalls.
-Member of the DMZ engineering team, accountable for managing Cisco, Citrix and Checkpoint firewalls, Cisco switches, Netscaler load balancers, Cisco VPN concentrators, Cisco ACS servers, and RSA SecureID Token servers.
-Troubleshoot infrastructure systems that include DNS servers, VPN devices, firewalls, enterprise token authentication servers, and Cisco ACS servers.
-Reverse engineer legacy Pix firewall configurations, with some consisting of more than 1000 lines of code, for migration as legacy firewalls are retired.
-Actively monitor and change rule base to resolve Remedy problem tickets on Cisco Pix, Cisco ASA, Cisco switches, Cisco 3030 VPN concentrator and Checkpoint NG71 firewall.
-Develop and maintain information security polices documentation for client based IPsec VPN.
-Provide entry point contact for vendors, which included addressing inquiries and providing recommendations for all new site-to-site VPN configurations
-Design, plan, implement, and document all new IPSec site-to-site VPN tunnels and dedicated circuits entering the Regions network.
-Administration and maintenance of vendor VPN connections on Cisco ASA 5540, and 3000 Series Concentrator.
-Consult with vendor engineers to discuss design and implement issues related to remote connectivity solutions, including creating IPsec client VPN tunnels, IPsec site-to-site tunnels, as well as frame-relay connections.
-Monitor and maintain 400+ site-to-site VPN connections.
-Manage more than 3000 remote employee Cisco client IPsec VPN tunnels.
-Actively work with Cisco TAC to resolve various issues.
-Oversee configuration of SPAN ports on Cisco switches for Snort and Tipping Point sensors.
-Troubleshoot RSA token issues using RSA SecurID token Server.
-Configure new users and user groups on Cisco ACS server as requested.
-Implement HTTP and SSL flows through Citrix Netscalers and Checkpoints through DMZ to web server farm.
COMMAND ALKON BIRMINGHAM, AL
DESKTOP SUPPORT REPRESENTATIVE 08/2006 – 02/2008
Severed as a customer service liaison for software company. Supported software, troubleshooting, recording and write up of programming bugs to developers, troubleshooting Citrix Metaframe issues, SQL server issues, and Oracle issues. Traveled onsite to customer locations to assist with system upgrades and patching software; provided end-user training.
-Supported SQL server 2000/2003, Oracle 8i, 9i and 10g issues.
-Supported Citrix Metaframe issues that involved account and shared printer configuration.
-Performed client installation and configuration for new workstations.
-Corresponded with customers and resolved concerns regarding software/hardware issues.
-Researched software bugs and created detailed case notes for bug resolution.
-Provided technical documentation of programming bugs and modification requests.
-Applied upgrades, installed patches and form fixes to customer computer systems.
-Served as a team member in performing on-site software installations and software upgrades projects.
-Provided customer training and consulting, addressing software questions and Windows OS utilization.
-Received numerous customer service awards.
OBSERVANT TECHNOLOGY MOBILE, AL
SYSTEMS ADMINISTRATOR 08/2003 – 08/2006
-Assisted in detecting and removing malware and viruses on workstations.
-Managed project via implementation of Active Directory.
-Managed project for migrating from XP Home/Pro to a Windows Pro/2003 Windows Server environment.
-Designed, documented and implemented new internal network address schema.
-Setup and configured new workstations and printers.
-Provided on-site help desk support for more than 15 end users to assist with hardware and software issues.
-Configured and tested digital video recorder and servers.
-Traveled to customer sites to assess and troubleshoot IP camera systems and hardware/software.
-Implemented new inventory tracking system for warehouse.
-Created a user manual for new inventory tracking software
OPERATING SYSTEMS: Cisco ISO Software 12.x, Pix 6.x, Pix 7.x, Linux, Windows XP/Vista/2007, 2003 Server.
NETWORK SECURITY/MONITORING: Provider 1, Orion Network Manager, Cisco Intrusion Prevention, Unix, Syslog, Cisco MARS, Wireshark, Checkpoint Smartview Monitor, SMS, Active Directory, Nmap, WildPackets, Cisco ACS, RSA SecurID Server, Metasploit, Putty, SecureCRT.
APPLICATION SOFTWARE: Citrix Metaframe server, SQL Server, Oracle, PowerPoint, Access, Clarify, Remedy, Outlook, Lotus Notes, Microsoft Project, Microsoft Visio, Microsoft Excel, Virtual Box, VMware.
PROGRAMMING LANGUAGES: Visual Basic, Visual Basic .NET
TOOLS: GotomyPC, PC Anywhere, Microsoft SMS, Citrix Metaframe, Cisco VPN Client, Cisco ASDM, Bomgar.
PROTOCOLS: TACACS +, RADIUS, LDAP, DHCP, DNS, POP3, FTP, SFTP, TFTP, NAT, DNS, IPSec VPN, SMS, RIP, OSPF, EIGRP, IGRP, STP, VTP, HTML, TCP, UDP, SMNP, SMTP, VLAN, VRRP, ARP, SSH, Telnet, HTTP, SSL, SFTP.
FIREWALLS: Cisco ASA 5520, Cisco ASA 5540, Cisco 500 Series Pix, Cisco 3000 Series Concentrator, Checkpoint NG71, Cisco FWSM.
SWITCHES/ROUTERS: Cisco 4948, Cisco 2900/3700 Switches, Cisco 1900 and 2500 routers.
LOAD BALANCERS: Cisco ACE, Citrix Netscaler
CERTIFICATIONS
-Cisco Certified Security Professional (CCSP)
-Cisco Certified IOS Security Specialist
-Cisco IPS Specialist
-Cisco Certified Firewall Specialist
-Cisco Information Security Specialist
-Cisco Certified Network Associate (CCNA)
-In pursuit of CCNP - (Passed CCNP Route)
EDUCATION
University of South Alabama Bachelor of Science
School of Computer and Information Science
Major in Information Technology with a focus in Networking
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